Delete Spam ?

[orionis]

Hello

I would like to delete spam tickets. Currently it is possible to close them but I want to permanently delete them from appearing in the statistics

You have solution for me ?

Thanks by advance

[jojo]

Have a look at the "Generic Agent" in Admin Frontend

[orionis]

thanks for your reply but i have problem with the config



Actually the action is : Action=AgentTicketMove;TicketID=$Data{"TicketID"};DestQueue=Delete

Or it's not delete, the action just request move file... But i want option for Total delete the ticket

I have test to change AgentTicketMove by AgentTicketDelete but this fonction doesn't exist.

( in folder Modules, i dont see 'Delete' fonction for ticket : AdminAttachment.pm Admin.pm AdminSMIME.pm AgentSpelling.pm AgentTicketMerge.pm AgentTicketZoom.pm
AdminAutoResponse.pm AdminPostMasterFilter.pm AdminState.pm AgentStats.pm AgentTicketMove.pm AgentZoom.pm
AdminCustomerCompany.pm AdminPriority.pm AdminSupport.pm AgentTicketActionCommon.pm AgentTicketNote.pm CustomerAccept.pm
AdminCustomerUserGroup.pm AdminQueueAutoResponse.pm AdminSupport.pm.save AgentTicketAttachment.pm AgentTicketOwner.pm CustomerPreferences.pm
AdminCustomerUser.pm AdminQueue.pm AdminSysConfig.pm AgentTicketBounce.pm AgentTicketPending.pm CustomerTicketAttachment.pm
AdminCustomerUserService.pm AdminQueueResponses.pm AdminSystemAddress.pm AgentTicketBulk.pm AgentTicketPhoneOutbound.pm CustomerTicketMessage.pm
AdminEmail.pm AdminResponseAttachment.pm AdminType.pm AgentTicketClose.pm AgentTicketPhone.pm CustomerTicketOverView.pm
AdminGenericAgent.pm AdminResponse.pm AdminUserGroup.pm AgentTicketCompose.pm AgentTicketPlain.pm CustomerTicketPrint.pm
AdminGroup.pm AdminRoleGroup.pm AdminUser.pm AgentTicketCustomer.pm AgentTicketPrint.pm CustomerTicketSearch.pm
AdminInit.pm AdminRole.pm AgentBook.pm AgentTicketEmail.pm AgentTicketPriority.pm CustomerTicketZoom.pm
AdminLog.pm AdminRoleUser.pm AgentCustomerSearch.pm AgentTicketEscalationView.pm AgentTicketQueue.pm CustomerZoom.pm
AdminMailAccount.pm AdminSalutation.pm AgentDashboard.pm AgentTicketForward.pm AgentTicketResponsible.pm Installer.pm
AdminNotificationEvent.pm AdminSelectBox.pm AgentHTMLReference.pm AgentTicketFreeText.pm AgentTicketResponsibleView.pm PictureUpload.pm
AdminNotification.pm AdminService.pm AgentInfo.pm AgentTicketHistory.pm AgentTicketSearch.pm PublicDefault.pm
AdminPackageManager.pm AdminSession.pm AgentLinkObject.pm AgentTicketLockedView.pm AgentTicketStatusView.pm PublicRepository.pm
AdminPerformanceLog.pm AdminSignature.pm AgentPreferences.pm AgentTicketLock.pm AgentTicketWatcher.pm SpellingInline.pm
AdminPGP.pm AdminSLA.pm AgentSearch.pm AgentTicketMailbox.pm AgentTicketWatchView.pm Test.pm
)

You have other idea ? It's not possible to Delete definitely just one ticket ? (with interface, not with sql command)

Best regards,

[jojo]

No, deleting is only possible via generic agent (and a Queue where these tickets will be stored)

[Daniel Obee]

For a good reason deleting tickets is limited to the generic agent. Since OTRS is meant to be revision save, deletion of tickets is not recommended - especially not as a one-click delete. Best practice would be to move them to a different queue (Junk, Delete, ...) and keep them there for a certain time. After that you might delete them via generic agent.

Example:
- Move to Queue "2beDeleted" via 'Delete'
- Hourly Generic Agent closes all tickets in "2beDeleted"
- Daily Generic Ticket deletes everything in "2beDeleted" older than 6 month

Thus you'd be sure not to delete tickets by accident.

Just my 2c
Dan

[orionis]

Thanks for your reply

I have add new event for delete the ticket by day

Regards,